Complaints

This profile includes complaints for Lock-It-Up Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Lock-It-Up Self Storage has 18 locations, listed below.

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  Lock-It-Up Self Storage

  7150 W Central Ave STE 200 Toledo, OH 43617-1117

  
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  Lock-It-Up Self Storage

  6424 Memorial Hwy Ottawa Lake, MI 49267-5903

  
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  Lock-It-Up Self Storage

  10740 Airport Hwy Swanton, OH 43558-9610

  
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  Lock-It-Up Self Storage

  1046 S Byrne Rd Toledo, OH 43609-1012

  
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  Lock-It-Up Self Storage

  3032 Airport Hwy Toledo, OH 43609-1406

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been renting a unit at the Fremont location for 2+ years. On or about December 15, 2023, I turned in a notice to vacate for January 15, 2024 (per their process it should be 10 days before next billing cycle). On or about December 29th, I cleared out my unit with the intent to store some items while in the process of moving, hence the vacate date of January 15th. In doing this, we inadvertently forgot to put the lock back on the unit. On 1/1/2024, I was charged for the month of January (I agreed to pay full month since I wasn’t moving until the 15th) and the autopay came out of my account on 1/1/2024. On 1/2/2024, I received an email that I had been “moved out” of the unit. I called and asked why they marked me as moved out, since my move out/vacate notice wasn’t until 1/15, *****, Lock it Up, advised that she noticed my lock gone and my unit was empty so they marked me as “moved out”. I let her know I planned on using the unit during my move and she indicated that since my lock was off, it is policy to “move” out the unit. My thoughts are that being that I had been a customer for 2 years, what if someone broke into my unit and stole my items? Why didn’t they reach out to me to ask if I was done with the unit, since they noticed my lock off and an empty unit? I asked for a corporate number, as she was being less than kind, and was informed they are not “allowed” to give out corporate’s number and she would have someone reach out to me. It’s been over a week and I’ve heard nothing. I would like a refund for the month of January, since I was officially “moved out” in their records, when the actual move out date I provided was for January 15, 2024.

  Business Response

  Date: 01/11/2024

  First and foremost, I want to extend our sincerest apologies for the recent inconvenience you experienced at our Fremont location. Your satisfaction and peace of mind are of utmost importance to us, and it's disheartening to hear about the challenges you faced.
  We genuinely understand your concerns and share your disappointment regarding the handling of your unit after the inadvertent removal of the lock. Your loyalty as a customer for over two years is highly valued, and we acknowledge that the situation could have been handled more effectively.
  After thorough review of your case, we recognize that our team should have contacted you immediately upon noticing the missing lock and the empty unit, rather than assuming a move-out status. We sincerely apologize for any distress this may have caused, and we appreciate your patience as we address this matter.
  To remedy the situation, we will have issued a full refund for the month of January, as your official move-out date was scheduled for January 15, 2024. We understand the importance of maintaining the security of your belongings and recognize the need for better communication in these circumstances.
  Furthermore, to demonstrate our commitment to resolving this matter, we would like to extend a gesture of goodwill. We will move you back into your unit at no additional charge during the transition period until January 31, 2024.
  Once again, we sincerely apologize for any frustration or inconvenience you have experienced. Your feedback is invaluable in helping us improve our services, and we are taking steps to ensure that similar situations are handled more effectively in the future.
  If you have any further concerns or if there is anything else we can do to assist you during this process, please do not hesitate to reach out to us directly. Your satisfaction remains our top priority, and we appreciate your understanding in this matter.
  Best Regards,
  **** ***** / Director
  Lock It Up, LLC
  ************

  Customer Answer

  Date: 01/11/2024

  
  Better Business Bureau:

  I spoke with ******, and am more than happy with this response and quick action. Thank you so very much!

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******